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Chat routing is an excellent feature to help visitors connect to the right team and find the right response instantly. Using the advanced routing feature, a business can set specific rules for automatic routing of conversations and ensure all chat requests reach where they actually meant for.
Chat routing can support a business’ customer handling in different ways:
Here is a video tutorial to provide a clear understanding of how to use chat routing.
REVE Chat offers different types of routing rules to route the chat requests to the agents. They are as follows:
By broadcasting the chat requests through a notification to all the agents. The agent who is available has to click on the start chat button to begin the chat.
By assigning the chat requests evenly among the support agents so that the notification goes to one agent at a time.
Steps for chat routing
Important – You can choose only one of the two chat routing choices, i.e. time-based routing and broadcasting. If you have already enabled the time-based routing, you then won’t be able to select the broadcasting and vice versa.
REVE Chat URL path-based routing allows you to route the chat requests to the right departments based on the URL paths of the request. You can create your URL-based routing by URL path-based routing rules. URL rules allow you to route chat requests from selected web pages to the specific department of agents.
For example, you may have a dedicated support team holding expertise in different areas such as sales, marketing, product functionality, technical support. With the help of URL rules, you can route the chat requests to specific departments.
Steps to create URL based rules
Once done you have to click on “Create Rule” to create the URL Rules List.